HRM 150

What is the proper procedure for bending and fitting when making up a bed?

• Bend your knees, not your back, to prevent injury

• Bend at the waist to reach the sheets

• Use a step stool to reach the bed corners
  

• • Stand on the bed to tuck in the sheets

If a guest requests a baby crib and another guest requests room cleaning at the same time, which should you prioritize and why?

• Room cleaning, because it keeps the guest happy

• Baby crib, because the baby needs it, and you can resume other tasks afterward

• Crib, because it’s faster to provide

• • Room cleaning, because it’s part of daily operations

How should you handle a guest complaint about a delay in room cleaning?

• Apologize and explain the reason for the delay, then offer to clean the room immediately

• Ignore the complaint and clean the room later

• Offer a complimentary service to compensate for the delay
  

• Explain that the delay was due to high occupancy

What should you say to a guest who requests an iron and ironing board that are currently unavailable?

• "I’m sorry, but we don’t have those available right now. Please try later."

• "It is against policy to lend these items, but I can arrange for your clothes to be ironed by our laundry service."

• "You can borrow them from another guest if they agree."

• "I’ll try to find one for you as soon as possible."

If a guest complains that the air conditioning isn’t cooling well and it is fully booked, what should you do?

• Offer a portable fan while the issue is being resolved

• Apologize and tell the guest to wait for repairs

• Move the guest to another room, even if the hotel is fully booked

• Offer to refund the room charges for that night

What are some ways to improve time and motion in bed making?

• Work in one direction and follow a systematic procedure

• Rush through the process to save time

• Skip unnecessary steps like tucking in the sheets
  

• Start with the pillows and work downward

How should you maintain housekeeping equipment to ensure safety and functionality?

• Use equipment without checking for damages

• Rely on maintenance staff to check equipment

• Inspect for loose plugs, cut wires, or wet surfaces before and after use

• Replace equipment regularly regardless of condition

How should you handle cleaning a room while the guest is still inside?

• Clean only the areas the guest isn’t using

• Continue cleaning but keep the door open as per hotel SOP

• Ask the guest to leave the room

• Skip cleaning that day

How can you determine if a guest’s clothes should be laundered?

• Ask the guest directly

• Only launder clothes that are visibly dirty

• If they are in the laundry basket or if the guest has filled out the Laundry List Form

• Assume all clothes left in the room need laundering

Which of the following are essential cleaning supplies in housekeeping?

• Towels, bedsheets, TV, mini fridge

• Soap, shampoo, conditioner, lotion

• Vacuum cleaner, iron, desk, phone

• Vacuum cleaner, mop, brooms, sponges, dust cloth